Customer service is no longer managed at the storefront.
Customer service is no longer managed at the storefront. Customers have many options and as technology continues to evolve many more digital options will be presented. The convergence of social media and online reviews can serve as either a healthy or an unproductive way for customers to learn more about you in the virtual arena. Addressing these issues with a mind towards response times will improve the chatter and lead to healthier customer responses.
Customer feedback, customer service, and customer reviews all take place in the digital space. This lesson will discuss best communication techniques and how to handle negative online reviews that are posted on different platforms. By considering each of these areas and developing a method for response, we can bring our organizations to success in the digital space. Building a strong customer service team involves problem-solving and guidance. Use this course on Customer Care in the Digital Space to help your customer service associates learn and grow from handling difficult situations.
Learning Objectives:
- Discuss methods to manage emails
- Identify methods to handle online reviews
- Explore why social media management is important
What You'll Learn
- Discuss methods to manage customer emails and apply best practices for responding to them
- Identify methods to handle positive and negative online reviews posted across different platforms
- Explore why social media management is important for customer care
- Apply best communication techniques to respond to customers in the digital space
- Develop a method for responding to customer feedback, service requests, and reviews online
Key Takeaways
- Customer service is no longer managed at the storefront, and as technology evolves customers are presented with many more digital options.
- The convergence of social media and online reviews can serve as either a healthy or an unproductive way for customers to learn more about an organization.
- Addressing customer issues with a mind toward response times improves the chatter and leads to healthier customer responses.
- Customer feedback, customer service, and customer reviews all take place in the digital space, making communication technique and review handling essential.
- Building a strong customer service team involves problem-solving and guidance so associates can learn and grow from handling difficult situations.
Frequently Asked Questions
Who is this course for?
It is designed to help customer service associates learn and grow from handling difficult situations, and to help build a strong customer service team through problem-solving and guidance.
What does this course cover?
It covers best communication techniques in the digital space, best practices for responding to emails, dealing with positive and negative online reviews, and listening to what customers are saying on social media.
What will I learn about handling online reviews?
The course discusses how to handle negative online reviews posted on different platforms and identifies methods to deal with both positive and negative online reviews.
Why does the course focus on the digital space?
Because customer feedback, customer service, and customer reviews all take place in the digital space, and the convergence of social media and online reviews shapes how customers learn about an organization.
What lessons are included?
The course includes an Introduction, Best Practices for Responding to Emails, Dealing With Positive and Negative Online Reviews, Listening to What Customers are Saying on Social Media, and a Test Your Knowledge assessment.
Transcript
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(bright music) Customer service is no longer managed at the storefront. Customers have many options, and as technology continues to evolve many more digital options be presented. In our course on Customer Care in the Digital Space, we'll teach you how to make the most of customer service emails by learning the best methods for responding to customers via email, create new opportunities to talk with a customer after a negative experience by monitoring online customer reviews, and manage the narrative when customers post to social media by creating a strategy for addressing social media posts. Building a strong customer service team involves problem solving and guidance. Use this course on Customer Care in the Digital Space to help your customer service associates learn and grow from handling difficult situations.
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